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How to Create Amazing Customer Experiences in 2024 with Shep Hyken

The Trends, Do’s, and Don’ts of Customer Service and Experience (CX) for 2024

In this week’s special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights.

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Top Takeaways:

  • Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies.  
  • Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers.
  • Companies that align themselves with social causes are more appealing to customers—especially the younger demographics, Gen Z and Millennials. Forty-three percent of customers believe a company that supports a social cause contributes to their customer experience.  
  • Customers today are less patient and expect quick responses and fast service. Shep refers to this as “Amazonation,” which has set a high standard for companies in any industry, worldwide. Companies must focus on increasing their speed in all aspects of their business, from delivery times to response times to emails and calls. 
  • Plus, Shep shares ten tactics that you must start doing, and ten things you must stop doing if you want to create a customer experience that gets customers to say, “I’ll be back.”  
  • And finally, Shep introduces The Super Amazing Show! Each week in 2024, Shep and Brittany Hodak, his friend and fellow customer experience expert, create short videos that include tips and strategies for becoming a more customer-centric company. Tune in! 


“What’s happening inside an organization is felt on the outside by its customers.” 

“Stop focusing only on your customers when you’re looking at CX. Start looking at what your employees are excited about with your company. A great customer experience starts with a great employee experience.” 

“Never be complacent. Customer service and customer experience is a continuous journey. It doesn’t stop when you’re already great. It keeps going because your competition is always trying to catch up.” 

“Be accountable. Don’t make excuses or blame others for things that happen. Don’t deflect blame. If a customer complains about something, even if it is not your fault, it is now your opportunity to be amazing and solve their problem.” 

“If you want to be competitive, you need to be convenient. Be the easiest company to do business with among your direct competitors and beyond.”


Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

  1. What are some trends to watch out for in customer service and experience in 2024? 
  2. Why is employee experience becoming increasingly important in customer experience? 
  3. What impact do social causes have on customer satisfaction? 
  4. How does the “Amazonation” trend affect customer expectations? 
  5. What role does convenience play as a competitive advantage in the customer service landscape?

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